Canadian Association of Exposition Management

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Director of Customer Success & Marketing - Toronto - Friday, July 22, 2016
As Canada's leading General Services Contractor, providing products and services to conventions and trade shows across the country, GES CANADA is committed to service excellence and the highest standards attainable.  
We are currently seeking a Director of Customer Success & Marketing to work from our Toronto office.
Job Summary 
Ideal candidate is an enthusiastic leader, who strives to delight customers, identify opportunities and develop talent.  Someone who is passionate about strategizing, with the customer in mind, to find industry leading solutions to support the customer success and continue to raise the bar on their engagement.  This position has central importance to our ongoing success as a company and is a critical member of the brain trust team of directors that will develop and grow GES Toronto.
A multifaceted role where the successful incumbent will demonstrate strong analytical, problem solving, continuous improvement and project management skills combined with confidence to inspire and motivate multiple functions within the business. This position reports to the General Manager of Toronto.
Key Responsibilities
* Serve as the product expert, service specialist and value add, while aiming to solve customer business challenges
* Engage and gather customer feedback and relay as appropriate to product, service/operations and revenue teams
* Relentlessly serve as the customer advocate to the Company, ensuring high customer satisfaction 
* Develop a succession plan/bench culture that incorporates talent development with independent development plans for all team members  
* Responsible for appropriately staffing all reporting departments to match the needs of each calendar years’ activity as well as the departmental operating costs
* Promotes sharing of information and best practices within the Company to promote organizational learning.
* Collaborate with Director Team to communicate challenges, options and solutions that move the company forward and ensure that GES remains the leader in the market
* As a member of the Director team, share responsibility of ensuring the Toronto office achieves its’ financial and objective goals for each fiscal year
* Work with the GM, Regional Director of Finance and the other Directors with annual budgeting/planning
* Liaison regularly with colleagues on the GES US team to ensure standard GES practices, initiatives etc. are active in Toronto, wherever applicable.  
* Work closely with other departments to ensure projects are completed to the highest quality
* Develop and adapt central business excellence programs into tangible, credible concepts, ensuring implementation to grow profitably and maintain our high level of customer excellence
* Ensure that current and new metrics are consistently measured, evaluated and communicated with the GES team.  
* Create new metrics to measure the success of the various departments and ensure current metrics to provide analytics as the guideline to improve results, processes and service
* Maintain, educate and share all current and future technologies that are the property of GES with both the GES team members, our Show Organizers and their Exhibitors
* Leads and participates in Companywide initiatives as required
* Acts as an ambassador for GES Canada to the Exhibition & Events community, raising the profile of the company and its services within the industry.
* Will lead to become a critical resource to changing IT systems, new technologies and national integrations

Skills / Competencies
* Bachelor’s Degree in Finance or Commerce or in related field
* Strong Microsoft Office skills, excellent Excel skills
* Experience in industry is considered an asset
* Experience with SalesForce and SuccessFactors are considered an asset
* Experience in banking, financial services, or similar “service provider” industries
* 5-7 years’ experience in customer facing roles
* Strong presentation and communication skills
* Organized, detail oriented with a high degree of accuracy
* Excellent understanding of customer experience and service recovery
* Innovative and assertive with the ability to assess situations quickly, but thoroughly
* Creative problem solver who thrives in a collaborative environment
* Experience serving as a customer advocate – able to understand and articulate the needs of the customer and deliver on those needs
* Exceptional team player with strategic leadership capabilities and excellent negotiation skills
* Positive attitude, always willing to put the customer’s needs first, in relation to business operations 
* Self-starter and quick learner comfortable in a fast-paced environment where priorities change constantly
* Willingness to travel, work outside standard hours which include evenings and/or weekends for resolution of Customer issues
* Flexibility and ability to work necessary hours, which may include evenings and/or weekends in a fast paced, deadline driven environment 
Interested candidates must submit a resume to Kathy Rogut – Regional Director of Human Resources by July 31, 2016 by fax Attn: Human Resources: 905-283-0501 or email:  Include the job title in the subject line of your email submission.
Coordinator, Convention Exhibits - Friday, July 22, 2016
Contract full-time
Term: As soon as possible-March 2017
Possible transition to permanent full-time (upon the completion of successful probationary period/PDAC 2017 event)
Prospectors and Developers Association of Canada (PDAC)
The PDAC International Convention, Trade Show & Investors Exchange is the world’s leading Convention for people, companies and organizations in, or connected with, mineral exploration.
The four-day annual Convention held at the Metro Toronto Convention Centre (MTCC) has grown in size, stature and influence since it began in 1932 and today is the event of choice for the world’s mineral industry. In addition to meeting over 1,000 exhibitors, 22,000 attendees from over 100 countries, it allows attendees the opportunity to attend technical sessions, short courses as well as social and networking events.
Position summary
This position is responsible for coordinating exhibits for the Trade Show & Trade Show North, Investors Exchange, Prospectors Tent and Core Shack (approximately 900 Exhibitors).  
Duties and responsibilities
With a customer service oriented approach, coordinate exhibit rentals in:
* Trade Show & Trade Show North and the Investors Exchange
* Track applications received
* Process payments
* Ensure contact & payment information is properly entered into an Exhibitor database
* Assign booth numbers and coordinate relocation requests
* Communicate booth number and waiting list status to those who applied
* Answer Exhibitor inquiries via phone and email
* Prepare Exhibitor lists for various purposes 
* Core Shack 
* Update online application form and post 
* Work with a Selection Committee to select Exhibitors
* Communicate booth numbers & decline status to applicants
* Answer Exhibitor inquiries via phone & email
* Prepare Exhibitor lists for various purposes
* Prospectors Tent 
* Track applications received
* Process payments
* Assign booths
* Answer Exhibitor inquiries
* Prepare Exhibitor lists for various purposes
* Assist the Exhibits Manager in:
* Creating exhibitor communications schedule and draft exhibitor communications 
* Drafting the annual Exhibits Plan
* Updating/editing/writing the Exhibitor Manual
* Research projects as assigned by the Exhibits Manager
* Other tasks as required
Qualifications and experience
* College diploma in event planning/marketing/public relations/business administration or related discipline
* 1-3 years event and/or exhibit experience
* Demonstrated ability to work both independently and as a team player
* Previous experience working with non-profit organizations
* Exceptional administrative, organizational and analytical skills
* Strong planning skills
* Ability to learn quickly, focus on the details and follow explicit direction
* Ability to multi-task in a fast-paced, time-sensitive environment 
* Ability to discern work priorities, create and follow critical paths and meet deadlines
* Excellent oral and written communication skills, including writing and proof reading and the ability to communicate with tact and diplomacy
* Superior on-site logistics coordination
* Accuracy and attention to detail is critical
* Flexibility and willingness to work on occasional evenings and weekends where required and agreed
* Creative/strategic thinker
* Proficient use of Microsoft Word, Excel, and Outlook
Application deadline: Friday, August 5, 2016. Please email cover letter and resume directly to, Attention: Manager, Convention Exhibits. No phone calls please. Interviews will be conducted as suitable candidates are identified. PDAC would like to thank all applicants for their interest; however only those selected for an interview will be contacted.